ITSM Fundamentals

TABLE OF CONTENTS

1. Module 1: Introduction to ITSM Applications
   1. IT Service Management Overview
   2. IT Service Management Process Architecture
   3. IT Service Management Applications Overview
      1. Lab 1.1: Verify the ITSM environment

1. Module 2: Operate IT Services
   1. Overview
   2. Service Catalog
   3. Request Management
      1. Lab 2.1: Verify Service Catalog request and approval capabilities
      2. Lab 2.2: Verify Request Fulfillment tracking capabilities

1. Module 3: Maintain IT Services
   1. Overview
   2. Incident Management
   1. Lab 3.1: Verify Incident record creation capabilities
   2. Lab 3.2: Verify incident tracking and resolution capabilities
   3. Problem Management
   1. Lab 3.3: Verify problem tracking capabilities

1. Module 4: Improve IT Services
   1. Overview
   2. DevOps
   3. Change Management
   1. Lab 4.1: Verify change request creation and authorization capabilities
   2. Lab 4.2: Verify change request tracking and closure capabilities
   4. Release Management
   1. Lab 4.3: Verify release setup capabilities

1. Module 5: Mature IT Service Management
   1. ITSM Supporting Applications
   2. Extend to ITSM Professional

1. Module 6: ITSM Fundamentals Recap